Application Support Analyst | Manchester | Hybrid/Flexible Working | Full-Time | We’re on the hunt for an Application Support Analyst. Are you a Service Desk super-hero who loves to deliver amazing levels of service to your customers? Do you get a kick out of investigating and resolving problems and passing-on your knowledge? If you’re looking for a role where you can grow beyond the desk and get hands-on with the latest technology, then joining our Global Support Team as an Application Support Analyst could be the best move you ever make! The Global Support Team are the first point-of-contact for our customers and support our mission critical SaaS platform by proactively identifying and fixing potential issues and delivering Service Improvements. If things go wrong, they restore service quickly and own the identification and remediation of the Root Cause. What you’ll be doing: No two days are ever the same at Sorted so what you’ll be up to will vary. The pace we move at also means priorities will change and you’ll need to be comfortable with this (we’ll support you!). But these are the things that will be core to your role and will keep you busy. You are a Service Desk super-hero who loves to deliver amazing levels of service to your customers. You get a kick out of investigating and resolving problems and passing-on your knowledge? As a key member of the The Global Support Team, you’ll be the first point-of-contact for our customers and support our mission-critical SaaS platform by proactively identifying and fixing potential issues and delivering Service Improvements. If things go wrong, they restore service quickly and own the identification and remediation of the Root Cause. What we’re looking for: You’ll have operated in a Service Desk environment, logging and resolving Incidents and Requests in line with formal SLA’s and communicating directly with Customers via email and telephone. You’ll have great problem-solving skills, an eagerness to learn and the desire to constantly identify ways of improving what we do. You’ll have used a Service Management tool, such as Jira, ZenDesk or ServiceNow, and be familiar with basic ITIL terminology and concepts. You’ll have successfully triaged Application issues to allow you to resolve them yourself, or to quickly identify an appropriate resolver team – i.e., Application 3rd Line or Infrastructure. You are willing to participate in the out of hours on call rota as required; additional compensation is provided on top of the advertised salary. As a bonus, you may have previous experience operating internal IT. What you can expect: • Competitive salary: £30,000 - £35,000 dependent on experience • 25 days holiday plus bank holidays • Flexible remote/hybrid working, with office collaboration as required • Access to Health Shield from day one • Annual £200 personal development budget • Enhanced family leave policy • Life Assurance coverage • Pension contributions via salary sacrifice • 35-hour working week (plus 1-hour unpaid lunch) Sorted wants applicants from all backgrounds and walks of life, we are an equal opportunity employer committed to creating an inclusive environment. If there is anything you need to help you participate fully in the interview process, we'd like to hear about that too, please just include it in your application. Come join us!